Complaints 

At Energy Revolt, the trading name of Enroc Energy Solutions Ltd, we are committed to providing the highest level of service and customer satisfaction. 

However, we understand that sometimes issues may arise.  We take complaints seriously as an opportunity to improve and rectify any concerns promptly.

Our Complaints Policy is designed to ensure that all complaints are handled fairly, transparently, and in accordance with the highest regulatory standards.

1. Definition of a Complaint 

A complaint is defined as any expression of dissatisfaction with the service received from Energy Revolt. Customers may submit complaints in writing, email, by telephone, or through any other appropriate form of communication. 

To make a complaint, please provide as much detail as possible, including the reasons for the complaint and the desired outcome.

2. How to Make a Complaint 

Customers can submit their complaints using the following contact details:

Email: info@energyrevolt.co.uk

Telephone: 02920 025 560

Post: Enroc Energy Solutions Ltd t/a Energy Revolt, The Business Centre, Cardiff House, Cardiff Road.  CF63 2AW

3. Acknowledgement and Handling 

Upon receipt of a complaint, we will send a written or electronic acknowledgement within five business days. The complaint will be handled by an impartial representative who has not been directly involved in the matter under complaint and has the authority to resolve the issue.

4. Investigation and Response 

Within two weeks of receiving the complaint, we will provide the customer with one of the following responses:

a) A final response that adequately addresses the complaint. 

b) A holding response, explaining why we need more time to resolve the complaint and providing an expected timeframe for further contact.

If the customer does not respond within 7 days of receiving our final response, we will assume they are satisfied with the outcome.

5. Appeal Process 

If the customer remains dissatisfied with our final response, they have the right to request a further review.  However, in the absence of new evidence or material flaws in our investigation, the outcome is unlikely to change.

6. Escalation to Ofgem’s Alternative Dispute Resolution (ADR) 

If the complaint remains unresolved after eight weeks from the initial submission or if the customer is unhappy with our final response, they have the option to use Ofgem’s Alternative Dispute Resolution (ADR) service, provided by Ombudsman Services. 

The ADR scheme is impartial, free to use, and can be accessed through the following channels:

Website: https://www.ombudsman-services.org/

Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF

Phone: 0330 440 1624

Email: enquiry@ombudsman-services.org

7. Our Commitment to Improvement 

At Energy Revolt, we value feedback and take complaints as an opportunity to continuously improve our services. Our employees are well-informed about the Complaints Policy and are required to follow its procedures diligently. We maintain a Complaint Log and customer records to ensure proper tracking and resolution of complaints, and we retain these records for at least 7 years.

8. Monitoring and Preventive Measures 

We regularly review and analyse complaint data to identify any patterns or trends that may require process improvements to prevent similar situations from arising in the future. We conduct monthly reviews to ensure we uphold the highest standards in handling complaints.

 

We hope that you will never need to go beyond the initial steps of our Complaints Policy. However, if you do have any concerns, please be assured that we will address them with courtesy, respect, and a commitment to finding a fair resolution.